c Voice of CustomerVOC CS VOC Facebook Twitter SNS VOC SNS 1 VOC 1. WEB 2. 151 8583 2 2 1 VOC SNS 3. 3.1 4 (1) FAX (2) HP Twitter (3) (4) (1) (3) (4) 1 WEB 2013 8 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited. 31 455
3.2 VOC WHYWHY 3.3 A VOC VOC 1 B HP 2 C 3 3.4 CS VOC (1) YES/NO (2) 1 2 3 456 32 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited.
4 VOC PDCA 4 4. 4.1 WEB 3 3 1 WEB 2 VOC 4.2 VOC CS VOC 5 D CS D CS D VOC VOC VOC CS CS CS 1 1 2 Web 1 1 3 1 n 2013 8 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited. 33 457
5 6 E SNS SNS 6 SNS 1 2 1 3 4 SNS 4.3 ROI 2 1 n 7 4.4 VA 8 VA VA 24 365 458 34 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited.
2 1 2 MROC 1 1 1 n 8 Green book 2012 2 20 (http://www.greenbookblog.org/2012/02/20/gritsneak-peek-what-emerging-research-techniqueswill-be-used-in-2012/) 7 FAQ FAQ VA VA VA VA VA 10 CRM EC 24 365 2013 8 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited. 35 459
5. 5.1 Gartner The Gartner Business Intelligence and Analytics Summit (2013 2 ) 4 Descriptive Analytics (What happened?) Diagnostic Analytics (Why did it happen?)predictive Analytics (What will it happen?) Prescriptive Analytics (How can we make it happen?) VOC 5.2 1 2 9 3 3 E E POS 5.3 F CRM SNS 460 36 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited.
F 1 2 6. CS 2013 8 Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited. 37 461